Airtel — Airtel is charging extra money to customer

Address: Mumbai City, Maharashtra

I received my Airtel mobile postpaid bill for the month of August 2015 and I was shocked that it is having total amount of 467 Rs, whereas I am expecting charges around 250 Rs, as I had discontinued 3G internet service already and before the initiation of Aug bill period as stated by customer care executive and also confirmed the same by him, he assured me that I will not be charges with 3G 1- GB internet plan and it is revised with 3G 250MB plan. I called customer care executive regarding this extra charges in my bill, after verifying the details he deducted the extra amount of 200 Rs. and told me that now I need to pay only 267 Rs for Aug month. Note 1: Customer care executive told me like because of system issue this extra charges get applied to most of people and Airtel is deducting the charges for people who are calling to customer care for this. Now he has deducted only extra amount as a part of 3G service but he hasn’t deducted the 14% tax which should also get deducted as previously generated bill is including 200Rs which is deducted now. Total bill amount before deducting the extra charges. 409.7 Aug month billable amount 57.36 14% Tax 467.06 Total bill amount After deducting extra amount, revised amount I need to pay should be 230 Rs. 202 Revised Aug month billable amount 28.28 14% Tax 230 Total bill amount I called customer care executive again and told the same, but he is not listening to me and telling me again and again that I need to pay Rs 267 only (in which 14% tax is not deducted for extra 200 amount) I tried to explain him simple mathematics of 14% tax but he is not in a mood to understand me. After some time I called customer care executive again and this time talked with another guy and explain him the situation, he understood that and deducted the extra 14% tax and confirmed that I need to pay only 230 Rs now. Note 2: He also told that Airtel never deduct tax from already billed amount like this and customer need to pay the amount as it is i.e. after deduction of extra service charges from the previous bill amount. He also told that in case I raised a complain to customer care or 121, I will not get any response on this and I need to pay the amount in any situation till last day of bill payment else again late fee charges will get applied on that. Though I am lucky that he deducted the extra tax and now I need to pay only 230 Rs. (PFA word document having screenshot for reference.) Now all in this scenario, what I understood is, this is not a system issue/bug/fault because of which I got extra charges but its Airtel peoples mentality who- after knowing that extra charges are applied to customer, not deducting it by their own and waiting for customer to call them. If some customer haven’t notice the extra charges then it is obvious that Airtel is not going to deduct it by calling him or will adjust the charges in next bill. J Also it’s a billing system, application functionality like to deduct the extra amount with tax from the original billed amount, and I can bet that I am not the first one who is raising this issue. Also don’t tell me that Airtel don’t have any billing system or solution architect/intelligent billing management who not yet noticed this issue. In simple words this is the way telecom companies can get extra amount from the customer. If a telecom company have 50, 00, 000 postpaid customer and extra amount of 5 Rs get charges in billing amount and customer didn’t noticed it then simply telecom company is in profit of 250, 00, 000. It takes number of years for common man to earn that much money.